TechSee

JUNE 16, 2022

As companies embrace the digitization of customer support, the new standard is much more than a phone conversation with a call center representative or a visit from a field agent. With a career spanning over 20 years, Eric has an extensive amount of experience in Contact Center and 3rd party and onshore vendor management.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Eptica

SEPTEMBER 28, 2015

Date: Monday, September 28, 2015 The evolution of contact center performance. Published on: September 28, 2015. It is based on an extensive survey of customer experience, contact center, operations, information technology, marketing and business development professionals.

Contact Center 48

Contact Center Self Service Net Promoter Score Call Center 48

Kustomer

OCTOBER 25, 2019

This has effectively locked out resellers, systems integrators, VARs, consultants and other traditional channel partners from offering their clients a one-stop shop for comprehensive call and contact center solutions. In other words, a comprehensive and consolidated call and contact center solution. That ends today.

Contact Center 40

Contact Center Omni-Channel Software CRM 40

Kustomer

OCTOBER 25, 2019

This has effectively locked out resellers, systems integrators, VARs, consultants and other traditional channel partners from offering their clients a one-stop shop for comprehensive call and contact center solutions. In other words, a comprehensive and consolidated call and contact center solution. That ends today.

Contact Center 40

Contact Center Omni-Channel Software CRM 40

Tricia Morris

MAY 18, 2015

Contact centers are working to address this growing and changing channel use. According to Dimension Data’s 2015 Global Contact Centre Benchmarking Report which surveyed 901 contact centers across 72 countries, more than half are now multichannel ones managing at least eight different forms of contact methods.

Contact Center 40

Contact Center Self Service Customer Service eBook 40

NICE inContact

JULY 13, 2016

Uncovering the best way to deliver outstanding customer experiences is something that every contact center strives to do. Last October, inContact was named the 2015 Customer Value Leadership Award by Frost & Sullivan. Last October, inContact was named the 2015 Customer Value Leadership Award by Frost & Sullivan.

Customer Experience 121

Customer Experience Contact Center Omni-Channel ROI 121

Eptica

JANUARY 22, 2016

Date: Friday, January 22, 2016 So how did customer service perform in 2015? The US picture – could do better Overall 2015 was a poor year for customer service across the US, with close to six out of ten companies (59%) seeing a fall in customer ratings according to the American Customer Satisfaction Index (ACSI).

Customer Service 48

Customer Service Social Media Retail Contact Center 48

ShepHyken

DECEMBER 8, 2017

This week we feature an article by Mansi Bhatia who looks at ways organizations can transform contact centers into a customer engagement center. I like the idea of a customer engagement center. – Shep Hyken. Earlier, businesses used to see contact centers as cost centers.

Contact Center 44

Contact Center Customer Engagement Engagement Customer Service 44

Eptica

JANUARY 6, 2016

Date: Wednesday, January 6, 2016 What were the key customer experience topics in 2015? However, before exploring some of these trends in future blog posts, I’d like to take the opportunity to review 2015 – specifically some of the most popular topics covered by the Eptica blog. Published on: January 06, 2016.

Self Service 48

Self Service Customer Experience Social Media Insurance 48

Stella Connect

MAY 4, 2017

This year’s ICMI Contact Center Expo & Conference in Orlando (May 22-25) promises to be quite an event. These are the topics we feel are particularly important for contact center leaders to focus on in their efforts to build world-class service organizations and stronger brands. Keynote Presentations.

Contact Center 40

Contact Center Omni-Channel Conference Employee Engagement 40

Eptica

JANUARY 8, 2016

Date: Friday, January 8, 2016 5 customer experience lessons from the 2015 Holiday Shopping season. Author: Robin Tandon While the peak season for retailers isn’t yet over, many companies are already taking stock and looking at their performance, as well as studying the wider trends that emerged in the run up to Christmas 2015.

Self Service 48

Self Service Customer Experience Ecommerce Social Media 48

NICE inContact

JUNE 14, 2016

Apparently their social media was as backed up as their contact center. Many businesses have already jumped on the bandwagon and, without second thought, passed the responsibility of social media off on their marketing department to broadcast branded content to followers.

Social Media 120

Social Media Customer Service Airlines Contact Center 120

Experience Matters

DECEMBER 15, 2015

In my post last year I named 2015 “ The Year of Employee.” As you can see in our video Driving CX Transformation , customer-centric culture requires mastering four CX core competencies : Purposeful Leadership , Compelling Brand Values , Employee Engagement , and Customer Connectedness. See the 2015 Temkin Effort Ratings.

Trends 120

Trends Customer Experience Customer Journeys Customer Connectedness 120

CX Accelerator

JANUARY 16, 2020

So how can we, as customer experience and contact center leaders, be intentional about something so nebulous? . Achieve Harmony Between Culture and Brand The most effective way to reduce the “fence” population is by creating an authentic alignment between culture and brand.

Customer Centricity 182

Customer Centricity Culture Handbook Groups 182

CX Accelerator

JANUARY 16, 2020

So how can we, as customer experience and contact center leaders, be intentional about something so nebulous? . Achieve Harmony Between Culture and Brand The most effective way to reduce the “fence” population is by creating an authentic alignment between culture and brand.

Customer Centricity 182

Customer Centricity Culture Handbook Groups 182

Comm100

NOVEMBER 2, 2020

A university’s contact center, for example, consistently gets questions about a wide range of topics. In 2015, Australia-based mobile carrier Tangerine added a B2C offering to its B2B products. Gather your heads of contact center, support, sales, marketing and finance together, and go over this list.

Chatbots 146

Chatbots Examples Customer Service Banking 146

Eptica

MARCH 31, 2016

Author: Dharmesh Ghedia With an increasing amount of our time spent online, company websites are now more often than not the first port of call for consumers looking for information from brands. The web, in the form of help and self service has remained on top throughout that time and continued to improve between 2015 and 2016.

Self Service 48

Self Service Customer Service Entertainment Fashion 48

Eptica

DECEMBER 1, 2015

Date: Wednesday, December 2, 2015 The importance of customer service to midsize businesses. Published on: December 02, 2015. The 2015 Eptica Multichannel Customer Experience Study evaluated midsize retailers on their ability to answer routine enquiries via email, the web, chat, Twitter and Facebook.

Customer Service 48

Customer Service Social Media CRM Contact Center 48

Talkdesk

MARCH 24, 2021

With insurtech getting a head start and Amazon-like experiences setting policyholder expectations and brand loyalty, customer service can make or break carriers and brokers. . Contact centers are mostly a human-to-human experience. to a digital environment also requires better contact center integration.

Insurance 53

Insurance Tips Contact Center Multi-Channel 53

Tricia Morris

FEBRUARY 19, 2016

Customer expectations are changing and growing just as rapidly as the channels and technology consumers are empowered with to engage, encouraging (if not demanding) that brands and organizations embrace a strategy of non-stop, customer-centric adaptation. 2015 Aspect Consumer Experience Survey ).

Self Service 40

Self Service Customer Service Contact Center Omni-Channel 40

Win the Customer

MARCH 20, 2017

The cost of poor customer service is going up, rising from $41 billion lost in 2013 to $62 billion in 2015 , according to research reported by NewVoiceMedia. Customers today want to feel like the brands they support through their purchases are actually invested in them, too. Forget just having a great product. Put Data to Work.

Retail 111

Retail Customer Experience Social Media Poor Customer Service 111

Eptica

OCTOBER 4, 2017

Recent research by analyst ContactBabel points to a drop in the number of inbound queries between 2015 and 2016. Combined with the growth of AI this has led to much talk about whether we are going to see the end of the traditional contact center, with agents replaced by machines. Share this page on: Tweet.

Self Service 68

Self Service Customer Service Contact Center Social Media 68

Eptica

JUNE 3, 2016

Time spent on mobile devices grew by 117% year on year between 2014 and 2015 and nearly half of all ecommerce transactions now take place on mobile devices. So, what can brands do to ensure that they are delivering the mobile customer service that their customers expect? There are three areas to focus on: 1. Share this page on: Tweet.

Self Service 48

Self Service Customer Service Social Media Ecommerce 48

Eptica

SEPTEMBER 9, 2015

Date: Wednesday, September 9, 2015 Making a success of Twitter customer service. Published on: September 09, 2015. According to Nielsen, nearly half of US consumers use social media to ask questions and Twitter’s own analysis shows that tweets to major brands have increased 2.5 times over the past two years.

Customer Service 48

Customer Service Social Media Contact Center B2C 48

Eptica

SEPTEMBER 30, 2015

Date: Wednesday, September 30, 2015 The widening UK customer experience gap. Published on: September 30, 2015. Author: Derek Lewis In previous decades an organization’s brand was something it controlled, with how it was perceived in the market driven by expensive advertising and marketing campaigns. These are: 1.

Omni-Channel 48

Omni-Channel Customer Experience Social Media Knowledge Base 48

Eptica

JUNE 1, 2016

These points are backed up by the latest Eptica Multichannel Customer Experience Study , which highlights that the adoption of chat by UK brands is on an upward curve. For example in the 2014, 13% of companies claimed to offer it, and in 2015 this doubled to 26%. In the 2016 study it again grew exponentially, to 44% of brands surveyed.

Customer Service 48

Customer Service Knowledge Base Contact Center Consumers 48

Eptica

OCTOBER 16, 2015

Date: Friday, October 16, 2015 The opportunity for European customer experience. Published on: October 16, 2015. While organizations are accelerating their efforts, in its 2015 Customer Experience Index for Europe , the analyst found that no company in France, Germany or the UK yet delivered a superior experience.

Customer Experience 48

Customer Experience Banking Contact Center Customer Centricity 48

Provide Support

JULY 25, 2016

Today we are pleased to share a guest posting by Stephan Delbos , a social customer service expert from Brand Embassy. But then again, the title of Oscar Wilde’s famous play offers a great lesson for contact centers: it’s more important to be authentic, to be human and personalized, than it is to flawlessly deliver a customer service script.

Customer Service 40

Customer Service How To Contact Center Software 40

Stella Connect

MARCH 5, 2018

Jet launched in 2015 with a mission to make online shopping more transparent and efficient. Drive Brand Awareness. Use Stella Connect’s social features to drive social mentions that help to increase brand awareness and customer acquisition. Motivate Front-Line Staffers.

Connections 40

Connections Social Media Contact Center Feedback 40

Eptica

SEPTEMBER 10, 2015

Date: Friday, September 11, 2015 What the latest Apple launch tells us about customer service. Published on: September 11, 2015. Designed to mirror consumer behavior, ten leading electronics brands were asked questions including If my product is out of guarantee, how do I get it repaired? Share this page on: Tweet.

Self Service 48

Self Service Customer Service Social Media Retail 48

Eptica

JULY 6, 2016

Author: Steve Nattress Customers are increasingly demanding about the levels of service that they receive from brands. Given this pressure, along with the need to operate as efficiently as possible, how are contact centers evolving to meet changing needs?

Trends 49

Trends Customer Service Social Media Contact Center 49

Eptica

OCTOBER 9, 2015

Date: Friday, October 9, 2015 Don’t neglect the positive side of customer service. Published on: October 09, 2015. At a time when social media and ever more demanding consumers shift the balance of power away from brands and towards their customers, positive endorsements provide a strong message to potential purchasers.

Net Promoter Score 48

Net Promoter Score Customer Service Social Media Contact Center 48

Eptica

JANUARY 20, 2016

Author: Robin Tandon Having recently looked back on customer experience in 2015 , what is predicted for the coming year? In 2015 top companies in both the US and UK could only answer 65% of questions asked on their websites – meaning that nearly a third of basic queries are currently going unanswered. Share this page on: Tweet.

Self Service 48

Self Service Customer Service CRM Contact Center 48

Stella Connect

MARCH 5, 2018

Jet launched in 2015 with a mission to make online shopping more transparent and efficient. Drive Brand Awareness. Use Stella Connect’s social features to drive social mentions that help to increase brand awareness and customer acquisition. Motivate Front-Line Staffers.

Connections 40

Connections Social Media Contact Center Feedback 40

Eptica

NOVEMBER 27, 2015

Date: Friday, November 27, 2015 Mobile – at the heart of the customer experience. Published on: November 27, 2015. Time on mobiles is dominated by big brands There may be tens of thousands of apps available but consumers aren’t using the vast majority of them regularly. Share this page on: Tweet.

Customer Experience 48

Customer Experience Social Media Contact Center Consumers 48

Eptica

AUGUST 5, 2016

Overall CX is improving Since the last report in Q3 2015 18% of the 319 brands surveyed had improved their scores significantly. Ten brands that were previously ranked in the top 5% for CX saw their scores drop measurably, with four of them falling out of the top 5% completely. Share this page on: Tweet.

Self Service 50

Self Service Wireless Social Media Contact Center 50

Eptica

SEPTEMBER 18, 2015

Date: Wednesday, September 23, 2015 Why customer service is still vital in the supermarket price war. Published on: September 23, 2015. Demonstrating this, the highest ranked grocery chain in the UKCSI continues to be upmarket group Waitrose , which comes sixth overall in customer satisfaction amongst major UK brands.

Self Service 48

Self Service Customer Service Social Media Knowledge Base 48